Mehak Kochhar

• Key Account lead for 16M portfolio, Overseeing Operations of 150 FTEs nationally, Responsible for delivering industry-leading patient support programs that help improve patient experience and health outcomes
• Responsible for Client Relationship Management, presenting Business Reviews, SLA/SLO/KPI Management & Governance, Hiring, attrition, employee motivation, Audits (internal/external), Financials
• Leading Patient support programs within diverse therapeutic areas, cross functional PSS planning and operational excellence across the product lifecycle
• Identifying automation opportunities, Leading RFPs for new Business Working with Cross-Functional Teams (Corporate HR, PMO, Legal, Market Access, Government Affairs) to maintain quality of service
• Training and guiding team members to maintain high productivity and performance metrics.
• Driving business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
• Evaluating employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
• Cultivating and strengthening lasting client relationships using strong issue resolution and dynamic communication skills.
• Monitoring and coordinating workflows to optimize resources.
• Reporting on program performance metrics, program delivery against business needs
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Spearheading successful product launches that resulted in increased brand visibility and customer acquisition.
• Overseeing operations and provided corrective feedback to achieve daily and long-term goals.
• Monitoring expenditures to mitigate risk of overages.
• Implementing innovative programs to increase employee loyalty and reduce turnover.
• Increasing company revenue by streamlining processes and implementing cost-saving measures.
• Establishing a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
• Negotiated favorable contracts with vendors for reduced costs and improved service quality.
• Improved project efficiency with strategic planning, resource allocation, and time management practices.

• Key account lead for 9M portfolio
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Developed and led formal account strategies to deliver integrated solutions to pharmaceutical partners
• Instated continuous improvement leveraging the lean and agile methodology,
• Developed and maintained executive KPI dashboards for executive/client review
• Led a team of 8 Program Managers serving diverse products
• Formulated key functional reimbursement support models for optimization
• Established foundational reimbursement strategy for different patient support programs
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Provided strong leadership to enhance team productivity and morale.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.

• Primarily responsibilities included developing, executing and leading key functional reimbursement support strategies across the diverse patient support programs
• Provided analytical and organizational support for the program managers relating to characterization of therapy areas and the Canadian reimbursement landscape through literature and database research
• Monitored and reported program reimbursement KPIs for over 80 PSPs and report to the executive team along with back to green strategies
• Liaised with Government Affairs and Market Access team in responding to regional compliance requirements like Bill92, SADIE rollout etc.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Interacted with Government Affairs to assist the leadership team with responding to regional and national policy changes
• Directly interfaced with the client in improving drug specific reimbursement outcomes
• Authored and maintained Reimbursement workbooks, guidance documents and corporate work instructions relating to Reimbursement
• Streamlined and monitored quality programs to alleviate overdue compliance activities.

• Subject matter expert on Reimbursement within Clinical and Patient Services division

• Maintained a working knowledge of drug benefit and reimbursement schemes to maximize customer experience

• Provided assistance with patient reimbursement challenges including Benefit Applications, Prior Authorization and Appeals

• Facilitated the resolution utilizing relationship contacts, negotiations and skills

• Worked in collaboration with multiple key stakeholders (Drug manufactures, payers, physicians, government etc.)

• Maintain market intelligence on Public and private payer markets

• Ensure that all the call center staff is adhering to the Reimbursement best practices

• Authored and maintained program specific and corporate wide Reimbursement work instructions

• Participated in annual and quarterly client Business review

• Participated in RFP’s on reimbursement requirements

• Helped minimize escalations by reaching out to clients in advance of expected problems.
• Managed a team of reimbursement specialists, providing guidance and support for optimal performance.
• Streamlined communication between departments involved in the reimbursement process, fostering collaboration and accuracy.
• Improved patient satisfaction by ensuring timely and accurate reimbursements for their medical expenses.
• Created documents in accordance with payer guidelines and submitted to appropriate parties.
• Facilitated cross-functional meetings to discuss the impact of policy changes on the reimbursement process, ensuring clear understanding among all stakeholders.
• Compiled department-specific reports to help senior managers identify trends and improve progress.

• Performed complete Case management for PSPs

• Organized meetings with KOL’s for smooth running of the program.

• Assisted team with complex reimbursement cases to maximize the reimbursement solutions

• Led refresher training for new hires

• Prepared detailed training binders for associates to follow for day to day work

• Worked on different drug and disease states for the Inspiration program

• Maintained detailed reimbursement navigation with Public, private and federal bodies.

• Arranged financial/travel assistance for the patients as needed after through reimbursement navigation.

• Achieved positive client outcomes by developing and implementing comprehensive case management plans.
• Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
• Monitored program performance and outcomes for successful delivery of services.

• Managed the reimbursement and provided health case management for various indications (Rheumatoid Arthritis, Multiple Sclerosis, Growth deficiency, Cystic Fibrosis, Dermatology and Nephrology conditions etc.) all across Canada.

• Co-coordinated and managed all aspects required in order to obtain prescription drug coverage through Public/Federal funding programs, private insurance companies.

• Co-coordinated cases with insurance companies, physician’s offices and healthcare professionals in order to maximize reimbursement solutions.

• Led refresher training and On-boarded new hires

• Advocated for patients'' needs within the healthcare system, ensuring access to necessary services and supports.
• Fostered strong partnerships with community organizations and service providers, enhancing the availability of resources for patients in need.
• Developed strong rapport with patients and families, fostering trust and open communication throughout the case management process.
• Participated in ongoing professional development opportunities to stay current on industry trends and best practices in field-based case management.
• Leveraged data-driven insights to continuously refine case management strategies, maximizing the impact of interventions on patient wellbeing.
• Participated in professional development and training opportunities to enhance clinical skills.
• Utilized telehealth technologies to conduct remote patient assessments and provide follow-up support when necessary for improved accessibility of services.

• Followed appeal procedures, explored compassionate access to the drug as a last option.

• Completed case management of the assigned cases including intake, enrollment, reimbursement navigation, patient education and on-going drug monitoring.

• Administered and adhered to case management protocols, including clinical monitoring, data collection, on-going patient follow up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting.

• Completed pre-infusion checklists and baseline assessments with patients and seek nursing opinion, medical clarifications from physicians as needed.

• Acted as a liaison with primary health care providers.

• Visited the Hospitals regularly to meet with the physicians, nurses, helped them to navigate reimbursement processes in order to facilitate easy access to the drug for their patients.

• Detailed reimbursement navigation with Public, private and federal bodies.

• Ordered and Co-ordinated the drug delivery from the patient specific pharmacy for it to arrive on time for the patient’s infusion.

• Arranged financial/travel assistance for the patients as needed after through reimbursement navigation.

• Provided coaching and medical information to the patients on the new drug.

• Managed the reimbursement and provided health case management for various indications (Rheumatoid Arthritis, Multiple Sclerosis, Growth deficiency, Cystic Fibrosis, Dermatology and Nephrology conditions etc.) all across Canada.

• Co-coordinated and managed all aspects required in order to obtain prescription drug coverage through Public/Federal funding programs, private insurance companies.

• Co-coordinated cases with insurance companies, physician’s offices and healthcare professionals in order to maximize reimbursement solutions.

• Developed and prepared private and public payer submissions.

• Completed overall case management of the patients, implemented financial means/travel assistance requests, monitored their treatment while on drug.

• Handled a large case load of patients including Alberta, British Columbia, Saskatchewan, Manitoba and Atlantic provinces

• Arranged Compassionate access to the drug incase all avenues fail for reimbursement.

• Handled mini projects of converting patients from trial medications to provincial funding as soon as the drug listed on the formulary by the provincial body.

• Advanced internal communication channels by sharing best practices among colleagues, fostering an environment of continuous learning and improvement.

• Completed manual and computerized patient scheduling (initial assessment, re-assessment, treatment appointments), entered patient information, explained insurance coverage’s.

• Explained patient assessment procedures to new patients and completed the appropriate forms (Private/Motor Vehicle Accident or work-related WSIB).

• Tracked and monitored MVA/WSIB cases, followed-up with case managers and claims adjustors as required and updated patient’s file and their doctors/therapists accordingly.

• Completed weekly and monthly statistics on # of patient visits, income and expenses.

• Lead refresher training and On-boarded new hires.

• Effectively interacted with a diverse patient population and insurance companies.

• Worked with funding agency guidelines, invoiced patients and dispatched the invoices for EHP/MVA/WSIB providers’ patients.